Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
Not valid for IPCC Enterprise.
NULLDBINT
Number of AutoOut (predictive) calls made by this service that ended
during the half-hour interval. The value is counted when the after-call
AutoOutCallsToHalf
work time associated with the call (if any) has completed, and the
database is updated every half hour.
Not currently used for Outbound Option.
Not valid for IPCC Enterprise.
NULLDBINT
Average delay time of calls to the service abandoned in queue during
the half-hour interval. This value is calculated as follows:
AvgDelayQAbandToHalf
DelayQAbandTimeToHalf / CallsAbandQToHalf
Not valid for IPCC Enterprise.
Not valid for non-voice tasks. Set to zero by OPC.
Note: Note: When ICM is connected with IPCC through an IPCC
Gateway PG, this value is incremented by any condition on the child
that causes the call to terminate while in the queue.
NULLDBINT
Average delay in the queue for calls to the service during the half-hour
interval:
AvgDelayQToHalf
DelayQTimeToHalf / CallsQToHalf
Not valid for IPCC Enterprise.
Not valid for non-voice tasks. Set to zero by OPC.
NULLDBINT
The average handled calls time in seconds for calls counted as handled
by the service during the half-hour interval. HandleTime is tracked
AvgHandleTimeToHalf
only for inbound ACD calls that are counted as handled for the service.
HandleTime is the time spent from the call being answered by the
agent to the time the agent completed after-call work time for the call.
This includes any TalkTime, HoldTime, and WorkTime associated
with the call. The AvgHandleTime value is counted when the after-call
work time associated with the call is completed. The value is calculated
as follows:
HandleTimeToHalf / CallsHandledToHalf
Valid for IPCC Enterprise.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
336
Chapter 2: All Tables
Service_Half_Hour Table